Tickets & Conversations

04402
Participant

Manually merging tickets from Servicenow

We have found that when external users of Servicenow generate an email communcation to our support email address, it creates a new ticket on our ticketing system. 

 

We did some digging, and the explanation essentially was that Servicenow does not reply in the same thread of emails. 

 

With Servicenow being used as a CRM tool for some major businesses now, I would have thought that other Hubspot users would have come across similar issues. 

 

We are currently having to manually merge tickets to ensure we have a complete timeline. Any help with this would be greatly appreciated. 

 

Many thanks!

 

Matthew

0 Upvotes
PamCotton
Community Manager
Community Manager

Manually merging tickets from Servicenow

Hello @04402, I was able to find more information in the ServiceNow Community about a similar matter here

were it was recommended to work with our API.

 

I hope this information helps.

 

Kindly,

Pam

 

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04402
Participant

Manually merging tickets from Servicenow

Hi Pam, thanks for coming back to me. The link to the service now community seems to take me to the same page as the API link. Is that intended?

 

 

0 Upvotes